Terms & FAQs
Terms
Cancellation/Amending Appointments
Unfortunately at this time our online booking page does not permit you to cancel or amend appointments. To do this you will need to call our bookings number 01277 219553.
Late Cancellation/Non-attendance
We operate a service industry standard cancellation policy for all of our treatment sessions. If you fail to attend or cancel an appointment within 24 hours of the appointment you will be charged for the full session. For those with insurance please be aware that we are unable to charge your insurer for cancellations or missed appointments and as such you will be personally charged for this. In the event that you late cancel we will endeavour to find you an appointment within 24 hours to enable us to waive the charge.
Your account with Sports and Spinal Physio
For our protection we respectfully request that all patients provide us with credit or debit card details at their first session. Card details are encrypted into a unique token ID which is held on Verifone’s secure database and is P2PE and PCI compliant and in line with Trustwave PCI compliance regulations. We store only the last 4 digits and expiry code on our system. We will use the token ID to debit the client (your) account for; self payment sessions, missed appointments, late cancellations, insurance excesses/shortfalls and products and consumables. As a failsafe the token ID is deleted and removed by Verifone every 6 months, as such we may ask you to renew your card details from time to time.
Self Payment
If you are paying for your treatment you can pay with cash, debit or credit card (we do not accept American Express or cheques). Cash payments are to be made to the clinician at the end of your session. If you wish to pay by credit or debit card your account will be debited the day following your session. If you wish to pay for goods or an appointment with another card please inform your clinician or call 01277 219953.
Covered by Insurance/Third Party?
If you wish to claim please check that the clinic (Sports and Spinal Physio) or the clinician that you are seeing are registered with your insurance provider. We can normally invoice on your behalf but please check with us to confirm. In the event that you are paying and claiming back please be aware that your insurer may not refund you the full amount paid. We wish to point out that ultimately you are responsible for your account with us, and if for any reason the insurer or third party does not cover the cost of your full treatment, or if you fail to provide the relevant insurance details prior to the commencement of treatment you we will need to collect the relevant amount from you. For this reason all insured patients will be required to provide Sports and Spinal Physio with credit or debit card details as outlined in the “Your Account” section. Any insurance excess or short full will be taken from your account using the card details you provide us with. We will always make every effort to contact you prior to this action to inform you that these charges apply. At this point you also have the option to supply us with a different card or payment type. If your examination fees are to be met by another third party (e.g. Solicitors) a letter of guarantee is required prior to your consultation.
Registration Form
All new patients are required to complete a registration form prior to their appointment. This will be sent via email after booking (please check your junk mail). If you do not have a printer please attend your appointment 10 minutes before to complete.
Consent to Treatment
In signing our consent section on the registration form you are agreeing to medical examination and treatment. Please be aware that in certain situations you may be required to undress. While we do have shorts available for you to wear we recommend that you wear clothing that allows us to access the injured body part. Please note we make every attempt not to cause additional pain or to exacerbate your condition however, assessment of pain and injury often requires testing of the injured body part which can in turn lead to some discomfort or pain. In the event that you experience this please speak to your therapist.
Chaperone
If you would like a chaperone please bring a friend or family member along on the day of your visit.
Complaints
If you have a compliant please make this in person to your treating therapist. Alternatively you can raise the complaint with the clinic manager, please call reception to arrange a time to discuss this with them.
Frequently Asked Questions
Do I need a doctor’s referral to see a physiotherapist?
Normally if you wish to claim against your medical insurance, otherwise you do not need referral.
What if I need treatment as a result of an accident?
We are happy to invoice your insurance company but only with a letter of guarantee from your solicitor. Alternatively we can provide you with receipts which you can use to claim back against the costs. You will still need to provide us with credit or debit card details as outlined in the “Your Account” section above.
My Doctor has given me a referral for another physiotherapist but I want to come to your clinic?
You are totally entitled to choose your own therapist – simply bring the referral in with you to your first session and we will let the referring doctor know that you have commenced treatment with us.
How do I pay for my treatment session?
Insurance claims are billed directly to the insurer, provided all necessary claim numbers and information is provided to us. Private patients need to settle their accounts at the end of each treatment session. We normally do this using the details you have provided us with.
Will my medical insurance cover the cost of treatment?
Yes we are registered with some medical insurance companies, however always check with your insurer that you are covered to attend our clinic. Please tell the insurance company that you are being seen by Sports and Spinal Physio. In some instances you will need to give the clinicians name to the insurer. In some instances you will need to pay and claim back.
I have a query regarding my bill or an invoice I have received?
Please contact our administration manager Monday to Friday between 9-3pm on 01277 219553 or 07908 862426 or email admin@sportsandspinalphysio.co.uk.
What do I need to bring to my first session?
It is advisable to bring along any scan results or letters that you have. A pair of shorts is advisable if the injury is to a body part that is under normal clothing and a strappy vest top if you are female and the condition is around your neck or shoulders. Trainers may be required to walk or run as part of your assessment. Your private insurance details or a means of paying for your consult if you are self funding– i.e. cash or credit card. It also speeds things up if you can bring along a completed patient registration form which you will sent via email.
What should I expect on my first session?
Prior to your session you are required to complete a registration form at your first visit. This will include personal details like your address and date of birth as well as information about your preferred method of payment or insurance membership details. We also require you to provide us with debit or credit card details this is used to cover short falls in insurance, excess payments and missed appointments. If we need to debit your account we will always speak to you first. For self funding patients we used the card details to take payment for your treatment, we will always send you a receipt.
All our initial consultations are for 45-60 minutes; this session includes history taking, examination, treatment and advice. At the end you will be provided with a treatment plan outlining your condition, treatment programme and estimated sessions or taken to recover. You are welcome to bring a friend or relative along to your session.
What will happen at subsequent sessions?
Follow up treatment sessions are for approximately 30 minutes. Treatments normally include a mixture of hands on manual therapy to loosen joints and muscles, prescriptive exercises to improve your movement, posture and function. We have on site gym facilities which we often use as part of your treatment and rehabilitation.
How many sessions will I need to get better?
In your initial assessment your therapist will give you a “treatment plan” which will outline your treatment program and how many sessions we estimate to get you back to full health. Your progress will be regularly checked throughout this period to ensure excellent progress is being made at all times.
Can I get orthotics from your clinic?
Yes we use Video Gait Analysis to assess foot function and can provide you with prefabricated orthotics – excellent for helping with lower limb related pain and injury.
For more information please see our video running analysis page.
Are you regulated or affiliated to any professional bodies?
All of our Physiotherapists are regulated by the Health Professions Council https://www.hcpc-uk.org/
Our Physiotherapists are also members of the Chartered Society of Physiotherapy http://www.csp.org.uk/ and Physio First http://www.physiofirst.org.uk/
Our Sports Therapists are regulated by either the Society of Sports Therapists or BASRaT but not by HCPC.
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